Contact Centre Team Manager - Financial Services/Equity Release
£30,000 - £35,000 basic salary + bonus OTE £40k
One of IT Bods leading clients is a Financial Services company that specialises in advising customers aged 55+ in later life mortgages. Their rapidly growing business has opportunities for enthusiastic, engaging people who want to develop their career in Financial Services.
This is a fantastic opportunity to build a career with an established, progressive company in an expanding market.
About the role:
This role is to manage a team of circa twelve contact centre advisors making outbound calls to potential customers to book them in for a face-to-face consultation with an equity release or estate planning advisers. The successful applicant will not be afraid to get their hands dirty, this is a hands-on role.
The contact centre team manager will report into the contact centre director, tasks and duties include but not limited to -
- KPI reporting to senior stakeholders in the business.
- Call listening including - quality observations, cancellations, and dip checks.
- Reporting of call quality and appointment booking results.
- Planning and running daily/weekly/monthly incentives.
- Deputising for contact centre director as required.
- Basic data and dialler management
- Supporting the call centre team in their daily roles
- Effective management of adviser diaries and appointment cancellations.
- Manage and motivate the team of CCAs to achieve sales targets and KPIs.
- Coach, train, and mentor new and existing team members to ensure they have the necessary skills to succeed.
- Identify areas for improvement and implement strategies to increase lead to appointment conversions.
- Monitor and evaluate team performance, providing regular feedback and conducting performance 121s.
- Performance management of the contact centre team.
- Ensure compliance with all company policies and procedures, including those relating to data protection and customer service.
- Collaborate with other business areas to share best practices and improve overall performance.
- Create a positive team environment and foster open communication within the team.
- Assist with recruitment, training, and onboarding of new team members.
- Planning and holding team meetings.
- Planning and managing one off campaign to increase sales performance.
About you:
- A proven track record in KPI achievement
- Experience of using an automated dialler
- Experience of Microsoft excel.
- A positive attitude
- Excellent communication skill
- Customer focussed self-starter.
- Attention to detail and position professional attitude.
- Ability to work under pressure and demonstrate resilience.
In return they will provide you with:
- A fantastic basic salary plus the potential to earn competitive performance-based bonus.
- Opportunity to progress within the growing business.
- Professional working environment
- Development opportunities
- Incentive schemes
- 25 days holiday (pro rata)
- Rotating shift pattern after training
- Auto enrolment pension scheme
- Excellent transport links nearby
- A culture that rewards excellence and promotes learning, innovation.